Cancellation requests from customers #
Customer cancellations don’t affect the rating and can’t result in blocking.
Cancellation mechanism #
Сustomers can cancel an order at any stage. You can view canceled orders in the Logistics → Orders from my warehouses → Canceled section. Details on canceled shipments are given in the “Cancellation reason” column.
Order cancellation before shipment #
You don’t need to hand over such orders to the logistics partner. The product will automatically return to stock.
Order cancellation after shipment #
If the order is canceled after shipment, you need to contact the logistics partner for return handling.
Learn more about logistics partners
Undelivered orders #
The customer can open and check the item at the pickup point. If the customer rejects the order, Ozon will:
- Send the product to your selected return provider if it costs more than 1,500 RUB;
- Dispose of the product if it costs less than 1,500 RUB, or if you selected disposal in your warehouse settings.
This order will be marked as canceled. You don’t pay for delivery. The cancellation will appear in your account in the Returns section, with the reason shown as “Rejected by the customer upon hand-delivery”.
Automatic order cancellation #
If the customer doesn’t pick up the order, it will be canceled automatically. This won’t affect the service quality metrics. To return the product to your warehouse, contact the delivery service.
